Redovisningsföretag

Oxon + Financial & Accounting Industry

Wave
, Redovisningsföretag
, Redovisningsföretag
Art-Lar Finance & Accounting är ett Armenien-baserat bokföringsföretag och tillhandahåller redovisning, juridisk, HR-hantering, konsultation och 1C-lösningar i rätt tid och korrekt.
150 employees
25 Contact Center agents
Företaget har använt Oxon i flera år och det har hjälpt till att förbättra flera frågor samt uppgradera verksamheten till en ny nivå

Kunder

200000
per månad

Kunder

180
per agent och dag

Samtal

84
per dag

E-postmeddelanden

103
per dag

Problem

Företaget stod inför följande problem och utmaningar.
Provide 360 Degree View of Customer
Custom Billing Dashboard
Increase proactive and self-service customer interactions with chat-bot
Centralized database system
Real-time performance management solution to support customer service goals

Lösningar

Oxons lösningar implementerades i enlighet med varje fråga.
Automated professionalism: use customer experience and chat-bot to offer optimal solutions
With ticketing system and assign themes to them company can easily track their customer experience and work on issues they have the most. Themes and tickets lets company always work on improving company’s clients experience. Leaders in statistics will always see why client are connecting them by which theme has most assigned chats. By this action chat-bot will be always improving to lower customer’s flow form agents. Chat-bot already decrease up to 30% customers flow form live agents, and always can be improved to solve the most common issues.
Chat-bot integration on website
Before chat-integration we had to improve web-chat functionalities in Art-Lar website. Chat-bot works for agents and only if he doesn’t know the answer or can’t solve the issue connects client to live-agent. For example, is chat-bot can’t answer about pricing for services of Art-Lar, the client didn’t understand the tab of price lists, and chat-bot doesn’t know how to solve it, he will connect live agent to the client in web-chat.
Ensuring maximum efficiency of operations
To ensure maximum efficiency operations to customer agent has all the information about client in front of him. OXON dynamic agent desktop helps to improve agent’s efficiency. It helps to decrease call handling time and increase customers experience, NPS and CSAT.
Roles and permissions managed through OXON
-
Desktop adapts and morphs depending on the call type
OXON dynamic agent desktop pulls all your data into one easy-to-use interface, so the team always will have all the data they require to resolve calls for the first time. If client contacts the contact center of Art-Lar for the first time the agents must fill up all the information about client: personal details, services used, using or have interest, priority of the client and etc. After this action, when the same client connects to Art-Lar contact center, doesn’t matter in what communication channel, the agent will see all the information about that client in OXON dynamic agent desktop.
Automate application to minimize typing errors
All agents have ability to create their own messages templates or email signature. It allows to save time of agents and do skip the part of correcting they messages, all the agents try to work fast, so sometimes it happens that they make some mistakes while typing.
Contracts and fraud management
In OXON contact center there is an option to choose priority of the clients, it allows to control the main works and improve VIP customers experience for faster response. If client is dealing to reach sign a contract agent can assign him to theme, or create ticket. Ticket will let the agent keep tracking the progress of contract, agent can set alert for some actions to do not forget. Tickets will be open until the deal is done and until agent will close it.
Customer activity management
In OXON contact center agent can always track their client’s history, updated information, or using services. All the agent has the same access to check client’s connections history and etc.
OXON reporting system
Reporting system allows team leaders or managers to order all the statistics and other information from OXON contact center. It lets team leaders to track their agent’s efficiency, track main problems, issues and any other difficulties that company deals with them everyday, it helps company keep building an interaction with clients and keep growing they CSAT or NPS.

Resultat

Efter framgångsrik implementering uppnåddes följande resultat.
Tabell
Innan OXON Med OXON
Genomsnitt av samtalshanteringstid
140
s
135
s
Årliga driftskostnader för kontaktcenter
340 500
290 000
De årliga driftskostnaderna för kontaktcenter minskar
-
%
17
%
Första samtalets upplösning
74
%
82
%
E-post Minskning av första svarstiden
-
%
17
%
Samtal besvaras inom 20-talet
60
%
83
%
Genomsnitt av hanterade e-postmeddelanden
per dag per agent
20
25
Genomsnitt av hanterade samtal
per dag per agent
40
53
Återuppringningar besvarade
21
%
90
%
Kund NPS
52
pt
79
pt
Overall benefits for the company
Chef eller chef för Call Center kommer att se all statistik över företagen, anställdas effektivitet, problemlösning, huvudfrågor och syften varför kunder kontaktar dem.
Main benefits for company
Kostnadsbesparingar genom ökad produktivitet hos företagsagenter (ca. 98000 euro varje år), ökad kundnöjdhet 67% .
Extra benefits
När agenten avslutar ett samtal eller chattar med en klient kan han välja varför han anslöt callcentret eller tilldela det till temat. Teman samlar in från samtal, chatt, e-post och så vidare, all information är synlig för teamledare, chefer eller andra leads. På det sättet kommer företaget att kunna hålla reda på de vanligaste frågorna och problem som uppstår.